The power of Teams integrations in Dynamics 365 apps

Acquainting yourself with all the apps and technology required to perform your job responsibilities is a hefty task, let alone using your tech stack with peak efficiency. That’s why it’s so beneficial when applications work together to help you do your job. Enter Dynamics 365 and Microsoft 365 applications. Built to seamlessly and natively integrate with each other, these business and productivity apps make it easier to transition from one to the other throughout your workday—sometimes without having to actually open another screen.

On display today is the unique integration benefits of Dynamics 365 apps—namely Marketing, Sales, Customer Service, and Business Central—and their connectivity to Microsoft Teams. On its own, Teams is a strong business productivity, collaboration, and organizational app, but integrated with these other applications, it’s nothing short of a game changer for your employees to get their job done faster, better, and with increased collaborative value.

Teams allows you to organize your business according to the departments, projects, or other groups to which they belong. From there, each team can manage and store documents, communicate, and collaborate. Text chat with anyone in the organization and use Teams meetings to video call both internal and external personnel. Edit documents remotely you’re your colleagues directly in Teams and see those updates in real time. Create tabs within a team that appear at the top of the page, such as a general Files tab from a SharePoint site, a Project files tab, a Power BI dashboard tab, and much more.

Available to use via a browser, desktop app, or mobile app, Teams allows for collaboration anywhere and in any way. Join a Teams meeting from your mobile device on your morning train commute and find solace that all necessary functionality to engaged deeply in meetings will be at your fingertips, or simply chat with your coworker when you’re away from your desk.

Let’s dig into the powerful abilities of Teams integrations across Dynamics 365 applications.

Sales

The Teams integration with Sales allows you to call prospects directly from the application, which affords you several benefits. First, before the meeting, previous transcripts and highlights of previous interactions are available so you can brush up on the details of the situation. Next, calling from the Sales app means you don’t need to hop between screens to view client data—it all stays right in front of you, along with buttons to mute yourself, end the call, and so forth. Finally, that same rich insight you gained before your meeting generates from your call as a rich call report summary. To follow-up, you can schedule a future call or other actions. Keeping relevant before, during, and after your client communications is important, and never has it been so straightforward and effortless.

Marketing

The connection between Teams and Dynamics 365 Marketing allows easy collaboration without having to leave the customer journey canvas or email editor. Using Teams chat straight from the Marketing interface, you can tag coworkers to ask them a question or chat about design or phrasing of content. Which entities (Emails, Segments, Journeys, etc…) chat appears on are up to you, and adding or removing people from the chat is a snap.

Customer Service

Embedded Teams chat is similarly available within Dynamics 365 Customer Service to allow representatives to contact anyone within their organization to troubleshoot and fix customer issues—all without leaving the case or conversation. These chats will be linked directly to the customer service record and will build a stronger view of the customer’s experience. Within the chat, AI will work to suggest other representatives who have dealt with similar situations, so that you may easily know who your resources are and contact them if needed. These AI-driven suggestions will also include an explanation of why this contact may be helpful in your situation and direct links to similar cases resolved by these individuals. Knowledge is truly right at your fingertips when Dynamics 365 and Teams work together.

Make the process of staying up-to-date with all important service conversations fast and easy. Instead of asking coworkers for updates or reading long conversation transcripts, use an AI-generated conversation summary, available when using the embedded Microsoft Teams. The summary allows customer service representatives to share the context—including the customer’s issue and any solutions that were attempted—of their work without needing to create anything. Although, they are editable in case the employee needs to change or add anything.

Business Central

The Business Central app for Teams embeds Business Central capabilities straight into Microsoft Teams itself. No matter where you are, you can look up customer, vendor, or other contact details, such as general info, history, related documents, and a lot more. Copy the link to any record and paste it directly in a Teams chat so everyone can see it as a compact, interactive card display.

Other Dynamics 365 capabilities within Teams

Add a tab within a Teams channel that shows a Dynamics 365 record or view. Add a prominent account or “My Open Opportunities” as tabs so that key information is available right in the Teams window. Viewing your Dynamics 365 dashboard is also an available feature within the Teams app. Document management—such as co-authoring via Microsoft 365, automatic syncing, and file uploading/linking to Dynamics 365 records—is an incredible feature of Teams and Dynamics 365 integration. Even make an important document a tab within a Team’s channel for easy access and editing.

Ease your workload with these integrations

Ease of collaboration across applications, as well as storing the record of those collaborations so they are available to your whole team, is the next level of business value that these applications provide, above and beyond their robust base capabilities. You’ll see accelerated productivity and more communication within your organization, and this adds ROI to your business stack investments.

Ready to see what the power of Teams integrations can do within Dynamics 365 applications? Connect with our skilled consultants, who can show you personalized demonstrations of any of these applications to help you decide what’s best for your business. If you decide to move forward, Syvantis will be with you every step of the way, from initial planning and integrations to employee training to support well past go live.